Customer Service

This online store is an independent website owned by Sydney Discus World Aquarium Pty Ltd (ACN 168151942). It is in no way affiliated with the "Sydney Discus World Aquariums" retail shop located at Homebush West.

Our shopping area provides you with valuable information on all our products. Please take your time to select your items. If you require more information please don't hesitate to contact us prior to purchase for complimentary advice and information.

Order Placement

We reserve the right to cancel any order and refund the customer if any mistakes occur during the ordering process. Please contact usASAP if you have completed an order in error.

Order Payment

Items in your shopping cart are not reserved until you have completed the checkout process. Orders are not binding until payment is received in full and accepted by Sydney Discus World online. All payments are to be made or charged when invoiced. Payment for the full amount of the order must be received before we will process the order.

Payment for the order can be made by any of the following methods on checkout:

When making payment by Direct Deposit, enter your name and Web Order No as reference.

Pickup Instore (Available for Livestock, Dry Products and Aquariums)

For certain products, Sydney Discus World Online offers a convenient "Pickup instore" option for NSW Customers to pick up their order after payment online.

The "Pickup Instore" option is only available for Customers who have a NSW Shipping address. On pickup of their order, the NSW Customer will be required to produce Photo Identification which states their Shipping Address. Acceptable forms are an Australian Issued Drivers License or Proof of Age Card. We will not release the goods without this.

Note: Only certain items are available to be picked up from our Sydney pickup point without incurring additional charges. On checkout, select the "Pickup instore" option under "Shipping Method".

For Pickup Instore, you are still required to pay the fixed Shipping charge, Shipping based on Weight (if stated) in the invoice. There are no exceptions to this rule.

On checkout, if you do not have the "Pickup Instore" option, you are required to pay the Fixed Shipping charge, Shipping based on Weight on checkout. There are no exceptions to this rule.

Buyer Notification of Pickup

Once the Buyer places the order on our website with the "Pickup Instore" Shipping method, the order is automatically picked.

Once the order has been packed and is ready for pickup, the Buyer will receive an email notification from Sydney Discus World Online, with subject "Waiting on Pickup".

Note: The order can only be picked up once the Buyer receives a Waiting on Pickup email notification. We will not be able to release your order before this notification.

On pickup, your order cannot be exchanged for other livestock or products instore. Additionally, our Dead on Arrival Guarantee does not apply for Pickup Instore.

Warehouse Pickup Location

Our Pickup location for NSW Buyers who have a confirmed order with the Pickup Instore Shipping method is:

Flemington Markets (Sydney)

We will send you the exact address via email on order confirmation.

Note:Items can only be picked up if they have been purchased prior via SDWA Online www.sydneydiscusworld.com and you have received a Waiting for Pickup email.

Shipping

Shipment Coverage

We ship only within Australia at this time. We do not ship to any international locations.

We use the best Logistics services available to conveniently and expediently ship products, Aquarium Setups, livestock, plants and coral to all locations in Australia. We ship to all major cities as well as to even the most rural locations. Refer to the following sections to the livestock shipping rates which are applied for each state.

Fixed Shipping

On checkout, you may see the requirement to pay "Fixed Shipping". You must pay this amount even if you choose to Pickup Instore or get your item(s) delivered. There are no exceptions to this rule.

Our Premium Live Fish Delivery Service

Sydney Discus World Online uses the best carriers and logistics team in the business to ship Live Fish, invertebrates and coral to all states in Australia in the quickest and safest way possible.

We began shipping live fish and livestock across Australia since 2005. We are one of the few reputable companies who can ship Discus, Tropical fish, plants, coral and other livestock to all states in Australia.

We are highly experienced in airfreighting live fish and plants. All live fish are carefully bagged in quality fish bags with Medical-grade oxygen and Stress-coat conditioned water. They are then packed carefully in insulated, damage-resistant foam boxes. We use special heat packs during Winter months to ensure the fish have a consistent temperature and are comfortable.

Livestock Shipping to NSW, ACT, VIC, QLD

Livestock is delivered to your closest airport for all other areas in NSW, ACT, VIC and QLD.

Delivery attracts a flat fee of $85 per 20kg box, even if one or ten fish are ordered. As an indication, a maximum of 8 x 10-11cm or 4 x 14-15cm Discus can be shipped in this box. Shipping will be automatically calculated according to weight, size of livestock and delivery location.

Livestock orders must be placed by 5pm Monday (AEDT) so that they can be shipped the next day (Tuesday). If your order is placed after 5pm Monday, your order will be sent on Tuesday, the next week.

We may use an Overnight Air Express service for livestock and delivery to your door will take up to 48 hours for all major metroplitan areas. We also ship to most regional areas. Please contact us to confirm.

Shipment Process

1. Order placed and paid.

2. Upon confirming the order, Sydney Discus World Online will contact the Buyer to arrange a date and time of delivery or shipment.

3. Prior to shipment, the Buyer will receive a shipment notification email which includes the invoice and the estimate delivery date and time.

3. As soon as your item(s) have shipped, we'll send the Buyer a Shipment Notification email that includes the estimated delivery date and tracking number.

Note: Orders can be shipped to your home, work or any other physical address you specify (however, orders cannot be shipped to PO Boxes).

Note: The Buyer has to be present at the intended address or to be able to pick up at the destined airport at the agreed date and time. There are no exceptions to this. Title and risk of the livestock shall pass to the Buyer upon receiving the order. If the buyer is not present upon delivery, the live guarantee policy will be void. The Courier will request that you signed a Received Note which confirms that you are satisfied with your order and confirms acceptance.

Livestock Shipping to WA, SA, NT and TAS

All Livestock deliveries to Western Australia, South Australia, Northern Territory and Tasmania are delivered to your closest major Domestic or International Airport. This shipping procedure is used due to Australian Quarantine regulations in these states.

Live Fish deliveries to Western Australia and Tasmania require Quarantine permits. Please contact us on (02) 8746 0225 or emailand we will happily organise the necessary paperwork for you.

On receiving your payment, we will advise the airport in which you will have to pick up your delivery.

Livestock deliveries attract a flat fee of $299 per 20kg box, even if one or ten fish are ordered. As an indication, a maximum of 8 x 10-11cm or 4 x 14-15cm Discus can be shipped in this box. Shipping will be automatically calculated according to weight, size of livestock and delivery location.

All livestock orders must be placed by 5pm Monday (AEDT) so that they can be shipped the next day (Tuesday). If your order is placed after 5pm Monday, your order will be sent on Tuesday, the next week.

We use an Overnight Air Express service and deliver to your closestc airport within 72 hours.

Shipment Process

1. Order placed and paid.

2. Upon confirming the order, Sydney Discus World Online will contact Buyer to arrange a date and time of delivery or shipment.

3. Prior to shipment, Buyer will receive a shipment notification email which includes the invoice and the estimated arrival date and time.

3. As soon as your item(s) have shipped, we'll send you a Shipment Notification email that includes the estimated arrival date and time.

Note: Orders can be shipped to your home, work or any other physical address you specify (however, orders cannot be shipped to PO Boxes).

Note: The Buyer has to be present or ready to receive the order at the intended address or to pick up at the destined airport at the agreed date and time. There are no exceptions to this. Title and risk of the livestock shall pass to the Buyer upon receiving the order. If the buyer is not present upon delivery, the live guarantee policy will be void. The Courier will request that you signed a Received Note which confirms that you are satisfied with your order and confirms acceptance.

Dry Goods and Live Plants Shipping

The shipping fee will be calculated upon checkout, according to weight and size of the product and delivery location.

Prior to shipment, you will receive a shipment notification email which includes your invoice and the estimated delivery date.

As soon as your item(s) have shipped, we'll send you a Shipment Notification email that includes the estimated delivery date and tracking number.

Orders can be shipped to your home, work or any other physical address you specify (however, orders cannot be shipped to PO Boxes).

As our carriers require a signature on delivery, the carrier will leave a calling card if you are not available to receive your delivery. You can then contact the carrier directly to schedule a new delivery appointment or alternatively amend your delivery address. Whilst our couriers will make every effort to deliver your parcel, the onus will be on the customer to arrange collection or redelivery with the courier. Unfortunately we are unable to accept redelivery charges.

Note: The Buyer is obligated to be present to receive the order at the stated address. The Courier will request that you sign a Received Note which confirms satisfaction and acceptance of your order.

Alive on Arrival Guarantee

We pride ourselves on the health of our livestock and the high standard of packaging & delivery services we offer to our Customers.

We therefore offer a 100% Live Delivery Guarantee on all our fish, plants and other aquatic life. If an item in your order arrives dead, or is missing, you are able to make a Claim. To do this, you are required take 2 clear photos of the item(s) in the original unopened shipping bag within 2 hours of receiving it*.

For all Death on Arrival Claims, please send an email which lists your name, order description, item name of the dead item(s) and attach the photos of the dead item(s) within 2 hours of receiving it.

On receipt of this email, we will arrange for replacement fish or store credit for you** (whichever you prefer) within 3 Business Days.

*Claims MUST be accompanied with accurate photos of each fish in the original, unopened bags.

** Freight/Postage costs are non-refundable and cannot be claimed.

Returns Policy

Livestock, Food and supplement items

Due to hygiene reasons and our stringent health and disease management protocol, under no circumstances are we able to accept any returns for fish, plants, livestock, food(dry or frozen) or supplement items. Therefore, please make your selection carefully.

Dry Goods and Electrical Goods only

All products sold are "fit for purpose", however we do not warrant or guarantee that any product sold is compatible with any equipment already installed or in use by the customer. Customer must research manufacturer's specifications or consult us before making any decision to purchase. We reserve the right to accept returns/refund should customers change their mind or find they can buy the same or similar products elsewhere for a cheaper price.

Sydney Discus World Online does not provide refund or exchange products for change of mind or errors made by the customer when placing order. Please contact us ASAP if you have completed an order in error.

You must notify us within 24 hours by email if you suspect that your goods are damaged or faulty. Once we determine the issue, we may request for you to send the item back to us (at buyer's expense) in the product's orginal packaging. Upon receipt of the return and inspection, we may offer you with a replacement.

Returns can only be made within the first 7 days from date goods were received, along with original receipt at our discretion for refund, credit, replacement, or repair.

All returns (at Buyer's postage expense) must be sent to us in its original packaging, with all manuals, blank warranty card, with serial no/barcode clearly visible other accessories and documentation included. The item cannot be damaged in any form. You return should have tracking, as we take no responsibility if your return goes missing.

Item(s) must be unused and in the original condition it was received in.

After inspection by our team, if the product is deemed faulty, we will replace the product with an even exchange of the same item, subject to in-stock availability and Manufacture warranty. Replacement items ship within two business days after the defective item is received in our warehouse and inspected by our Returns department.

We will cover the cost to ship the goods back to you or have them available for pickup. We will endeavor to make the claim as quick as we can but ultimately it is at the distributor’s discretion as to how long it take for them to fix or supply a replacement product.

Item Photos

Photos of Livestock (fish, invertebrates, coral, plants etc: Our website consists of photos of livestock taken by us or sourced from our Suppliers or their affiliates. These photos are for illustrative and informational purposes only and they are a representation of what the Customer will receive in their order. The colour, shape, pattern may differ slightly from what is depicted in the item photo. The packaging, casing and container that the product is packaged or planted in may differ. The item photo is used as a guide only and may differ from what you receive. For example, the shape and size of a rock or plant you receive may differ from what is depicted in the item photo. Plants may come in pots or in a cup, but they are still the same species in the product description.

Freight Policy - Dry Goods, Electrical Goods and Fish Tanks

Whilst every effort is made by us to ensure our shipment packing conforms to the highest standard, it is the Customer’s responsibility to check all parcels on delivery. The Customer must examine their order as soon as it arrives and note any signs of damage, defects, shortage of items or errors.

Upon delivery, a signature by you or your representative signifies all merchandise was received in undamaged, saleable condition (e.g. aquariums, sumps are free of any cracks, flaws or damaged frames) and verifies that there are no missing items. You must therefore examine your order before the Courier leaves the premises and only sign if the order is in perfect condition. Please refuse the delivery if you find shortages, incorrect or damaged goods in the shipment.

All damages, defects, shortages or errors must be reported (with photos) to our office emailWITHIN 24 hours of receipt. Failure to adhere to this requirement may result in denial of a replacement.

After Carrier inspection, we may replace the item; pay the cost of shipping the replacement to you and the cost of returning the damaged/defective item.

Warranty for Dry and Electronic Goods

We aim to stock only reputable worldwide brands which have undergone rigorous Quality Control, research and development to ensure our Customers have the best Aquarium products in the industry.

Sydney Discus World Online supports all warranties relating to products offered and supplied by Sydney Discus World Aquariums. Warranty terms vary for each product.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. The warranties and product support that we offer and provide pursuant to our Terms and Conditions are in addition to the consumer warranties and guarantees under the Australian Consumer Law.

To make a Warranty claim, you need to first contact us where we will discuss your product issue. You will be required to supply us your receipt or Paid Order confirmation. If relevant, we will advise steps to resolve your product issue. If we determine that the product is indeed faulty, we will request that you send the item back to us or drop it off at our Retail store.

The cost of posting the faulty product to us will be paid by the Buyer and we will cover the cost to ship the goods back to our Distributor and then back to you. We will endeavour to make the claim as quick as possible. Sydney Discus World Aquariums does not cover freight expenses on warranty claims. It is sender's liability for return postage (with tracking).

All returns (at Buyer's postage expense) must be sent to us in its original packaging, with all manuals, blank warranty card, other accessories and documentation included. You return should have tracking, as we take no responsibility if your return goes missing.

We advise that you keep the original product packaging if possible. In the unlikely event that you intend to make a Warranty Claim or request for repair, and you do not have the original packaging, you will bear the responsibility for safely packaging your product for transport and Sydney Discus World Aquariums Online accepts no liability for any damage that may occur in transit.

After inspection by our team, if the product is deemed faulty, we reserve the right to repair or replace the product or relevant part (subject to in-stock availability and Manufacture warranty). Replacement items ship within two business days after the defective item is received in our warehouse and inspected by our Returns department.

Alternatively, if we are unable to repair or replace the product, we will provide the Customer with store credit or we may refund the price of the product (at the original price the product was purchased excluding postage cost).

Warranties for products purchased from Sydney Discus World Online are deemed null and void for the following:

Consumables, e.g. dry food, frozen food, supplements and medications;

If there is damage to the exterior surfaces (including during transit);

To damage caused by operating the product outside any guidelines published for use;

To defects caused by normal wear and tear or otherwise due to the normal ageing of the product;

If any serial number has been removed or defaced from the product;

Where proof of purchase (invoice or paid order confirmation) cannot be provided;

To damage caused by failure to provide dry storage for non-submersible electronic products ie. in aquarium cabinet that house open top sump filtration or in aquarium hood without proper ventilation.

Custom-built Tank Warranty

The Warranty for Custom-built Tanks covers non-induced breakage, silicone rupturing or releasing. The following conditions apply:

Limited to replacement of the Aquarium only.

No Liability is inferred to loss or damage to stock, livestock or consequential damage to floor coverings, furniture or other item/s.

Note: Where breakage is determined as induced (damaged through transport, impact, improper construction or positioning of stand/cabinet) please refer to your Contents Insurance Policy under "Glass as furniture accidental breakage and consequential water damage".

Aquarium Delivery

Delivery and Unpacking CADE Aquariums

CADE brand Aquariums ordered from this website are delivered to your address in an unpacked state, in its original palette box. If the Buyer purchases the additional Aquariums Installation Service (additional cost) from Sydney Discus World Aquariums along with a CADE Aquarium from this website, we will open your CADE Aquarium pallette box using professional tools and perform a full installation at your desired location.

NOTE: If you purchase CADE Aquariums from other online stores in Australia, upon receiving your CADE Aquarium, you may need to open the CADE palette box with a set of professional tools. Additionally, a minimum of two people will be required to effectively dismantle the Aquarium from the palette.

Free Delivery of Fish Tanks

The definition of "Free Delivery" of fish Tanks and other bulky items purchased from our store or online implies that the item(s) are delivered to the main door on the ground floor of your premises.

Flights of Stairs

In the case of Aquarium or heavy deliveries; if one or more flights of stairs need to be climbed in order to reach your main door, you must advise us at time of ordering. Additional charges apply.

Apartment Blocks

In the case of apartment blocks, your item will be delivered to the main door on the ground floor of your building. If extra stairs need to be climbed to reach your main door, additional charges apply, and you must inform us when you place your order.

Installation, Maintenance and other Aquarium Services

We provide a range of services including installation, flat pack assembly, plumbing connection and retrofits, filter installation/servicing, aquascaping, addition/acclimatization of fish and more, whereby additional charges apply. Items bough with "Free Delivery" does not include any installation services as complimentary.

As some items come in a flat pack, or are partially assembled e.g. Fish Tank Cabinets we can assemble these for you (additional charges apply).

Please advise us at time of ordering if you require any installation services or any other services, as listed on our Servicespage.